“CUSTOMER SATISFACTION TOWARDS RELIANCE JIO

NETWORK AMONG COLLEGE STUDENTS”

Project Report Submitted to the

UNIVERSITY OF KERALA
In partial fulfillment of the requirement for the award of Degree of

B. Com Commerce with Computer Application (CR under CBCSS)

Submitted by:

Candidate Code: 13821890008

Candidate Code: 13821890024

Candidate Code: 13821890039

Course Code: CC1645

Under the guidance of

Mrs. RINJU MOL A

(Asst. Professor, Department of Commerce)

B. COM COMMERCE WITH COMPUTER APPLICATION

SREE NARAYANA GURU COLLEGE OF ADVANCED STUDIES, PUNALUR

MARCH 2024
 SREE NARAYANA GURU COLLEGE OF ADVANCED
STUDIES, PUNALUR

CERTIFICATE

This is to certify that the project report entitled “CUSTOMER SATISFACTION

TOWARDS RELIANCE JIO NETWORK AMONG COLLEGE STUDENTS” is a bonafide
record of the project work done by Candidate Code: (13821890008, 13821890024 and
13821890039) in partial fulfillment of the award of B.Com Commerce with Computer
Application (CR under CBCSS) the UNIVERSITY OF KERALA for the academic year 2021-
2024, under my supervision and guidance.

Place: Punalur

Date:

Mrs. RINJU MOL A Mrs. ANU .L

(Assistant Professor, (H.O.D , Department of
Department of commerce) Commerce)

External Examiners: Prof. JAYACHANDRAN P.R

1) MA (History, Sociology), MPhil, B.Ed
2) (Principal)
 DECLARATION

We hereby declare that the project work, entitled “CUSTOMER SATISFACTION

TOWARDS RELIANCE JIO NETWORK AMONG COLLEGE STUDENTS”
submitted to the UNIVERSITY OF KERALA, in the partial fulfillment of
requirement for the award of degree of B. Com Commerce with Computer
Applications (CR under CBCSS), under the supervision and guidance of Mrs.
RINJU MOL A (Assistant Professor, Department of Commerce), Sree Narayana
Guru College of Advanced Studies, Punalur during the academic year 2021- 2024.
We declare that no part of this project report has previously submitted for the
award of any degree/associates/fellowship or other similar title of this or any other
University or Society.

Place: Punalur Candidate Code: 13821890008

Candidate Code: 13821890024

Date; Candidate Code: 13821890039

 ACKNOWLEDGEMENT

If words are considered to be sign of gratitude, then let these words convey the
very same. At very first, we would like to acknowledge almighty because of which
we got the strength and courage to complete project successfully.

The harmonious climate of our college provided proper guide for preparation of
the project. We express our sincere thanks to Prof. JAYACHANDRAN P.R (MA
(History), MA (Sociology), MPhil, B.Ed). The principal of SREE NARAYANA
GURU COLLEGE OF ADVANCED STUDIES, PUNALUR.

Thanks to Mrs. ANU L., Head of the Department of Commerce, Sree Narayana
Guru College of Advanced Studies, Punalur.

We deeply indebted to our guide Mrs. RINJU MOL A , Assistant Professor,

Department of Commerce for giving her valuable guidance and suggestions
throughout the project.

I would like to take this opportunity to extend my gratitude flower of

acknowledgement to our parents, sisters, brothers, dear friends and those who have
helped us to make this project a success by unflagging love and support.
 CONTENTS

CHAPTER TITLE PAGE NO

1 INTODUCTION 2-10

2 THEORETICAL FRAME WORK 11-19

3 DATA ANALYSIS AND 20-47

INTERPRETATION

4 FINDINGS, SUGGESTION, 48-54

CONCLUSION

BIBLIOGRAPHY 55-56

APPENDIX 57-61
 LIST OF TABLE

TABLE TITLE PAGE NO

NO

3.1 Gender wise classification 22

3.2 Age Groups 23

3.3 Qualification 24

3.4 Monthly Income 25

3.5 Duration of using Jio 26

3.6 Awareness About Jio 27

3.7 Reason for selecting Jio 28

3.8 Convinced feature of Jio 29

3.9 Amount spends for recharge 30

3.10 Current plan used 31

3.11 Convince of respondents towards Jio 32

3.12 Network issues faced by the 33

respondents
3.13 Customer Service supports 34

3.14 Challenges faced by the respondents 35

3.15 Internet speed of Jio Network 37

3.16 Table showing the rating of the 38

customer service supports
3.17 Table Showing the satisfaction towards 39
data Plans
3.18 Showing the Satisfaction towards 40
Network Coverage
3.19 Showing the Satisfaction towards 41
Calling Clarity
3.20 Services Liked by the respondents 42

The rating of value of money offered 43

3.21 by Jio Plans & Packages

3.22 Overall Rating of Reliance Jio Network 45

3.23 Recommendation to Friends & 46

Families
 LIST OF FIGURES

TABLE TITLE PAGE NO

NO

3.1 Gender wise classification 22

3.2 Age Groups 23

3.3 Qualification 24

3.4 Monthly Income 25

3.5 Duration of using Jio 26

3.6 Awareness About Jio 27

3.7 Reason for selecting Jio 28

3.8 Convinced feature of Jio 29

3.9 Amount spends for recharge 30

3.10 Current plan used 31

3.11 Convince of respondents towards Jio 32

3.12 Network issues faced by the 33

respondents
3.13 Customer Service supports 34

3.14 Challenges faced by the respondents 35

3.15 Internet speed of Jio Network 37

3.16 Figure showing the rating of the 38

customer service supports
3.17 Figure Showing the satisfaction 39
towards data Plans
3.18 Showing the Satisfaction towards 40
Network Coverage
3.19 Showing the Satisfaction towards 41
Calling Clarity
3.20 Services Liked by the respondents 42

The rating of value of money offered 43

3.21 by Jio Plans & Packages

3.22 Overall Rating of Reliance Jio Network 45

3.23 Recommendation to Friends & 46

Families
CUSTOMER SATISFACTION TOWARDS
RELIANCE JIO NETWORK AMONG
COLLEGE STUDENTS

1
 CHAPTER – 1

INTRODUCTION

2
1.1 INTRODUCTION

In today's hyper-connected world, where digital interactions shape every aspect of

our lives, reliable network connectivity is no longer a luxury but a necessity. For
college students, whose lives are intricately intertwined with online learning, social
networking, and entertainment streaming, the choice of a mobile network provider
can significantly impact their daily routines and overall satisfaction. Among the
plethora of options available, Reliance Jio has emerged as a prominent player,
promising affordable plans and expansive coverage

This project seeks into the kingdom of customer satisfaction specifically among
college students towards the Reliance Jio network. With its disruptive entry into
the telecommunications market, Reliance Jio has reshaped industry standards,
offering high-speed internet access at competitive prices. However, while its
offerings may appear attractive on paper, understanding the nuances of user
satisfaction requires a deeper investigation.. Through a meticulously designed
study, we aim to uncover the factors that influence college students' satisfaction
with the Reliance Jio network. Our research will encompass various dimensions,
including network coverage, internet speed, reliability, customer service, and
overall user experience. By gathering insights directly from the target
demographic, we seek to gain a comprehensive understanding of their
preferences, challenges and area for improvement.

The findings of this study hold immense significance for both Reliance Jio and the
broader telecommunications industry. By identifying key drivers of satisfaction and
potential pain points, we can inform strategic decision-making processes aimed at
enhancing service offerings and optimizing customer experiences. Ultimately, this
project endeavors to contribute valuable insights to the ongoing discourse
surrounding network satisfaction among college students, paving the way for a
more connected and contented digital future.

3
1.2 REVIEW OF LITERATURE:

 Sugunathi Meena and Shanthi R. (2017) in their research paper

conducted a study based on customer opinions about service they are using
with parameters responsiveness, reliability, empathy, assurance and
tangibility. The factors which matters most are on time and right service
when customer expects it.

 Sornapriya.R and Santhiya.M (2017)”customer satisfaction towards

Reliance Jio Network ―conducted a research work with the aim of analysing
the satisfaction level of customers towards Jio network. Most of
respondents are suggesting to improve the network coverage of jio services
and to remove the calling congestion the it can be the company can achieve
the 100 percentage satisfaction of their customer.

 According to telecom.economictimes.indiatimes.com (2017), The Mukesh

Ambani owned company’s 4G feature phone is expected to be the next big
disrupter in the telecom industry which for the past four quarters has been
engulfed in a brutal tariff war that has eroded revenues and profits of older
players

 SugunathiMeena and Shanthi R. (2017) in their research paper conducted

a study based on customer opinions about service they are using with
parameters responsiveness, reliability, empathy, assurance and tangibility
.The factors which matters most are on time and right service when
customer expects it.

 Naidu brahmani(2017), ―Customer satisfaction towards reliance jio: an

empirical study‖, in their research paper focused in knowing the satisfaction
level of customers on the usage of jio sim and the reason behind their

4
 satisfaction and dissatisfaction. The results have stated that the respondents
are not complete satisfied with usage of jio sim.

 Chinthala, Mdhuri & Kumar (2017) (In the paper, ―Customer Satisfaction
towards Telecommunication service provider – A study on Reliance Jio‖ by
Chinthala, Madhuri& Kumar discusses various determinates involved in
customer satisfaction. The gender wise analysis concludes that there is no
difference in opinion of male & female respondents on the satisfaction level
towards Reliance Jio.

 (K R Mahalaxmi&Suresh Kumar.N,2017) In the paper,―Changing the

Indian telecom sector. Reliance Jio‖ by KR Mahalaxmi& Suresh Kumar.N
discusses the various factors influencing the customer preference and their
impact towards Reliance Jio. The expectation level for the consumers
towards Reliance Jio is made understood through questionnaire surveys in
this study.

 C.Boobalan et al (2017) in their study on, ―Customer’s Satisfaction

towards Reliance Jio sim with special reference to Tiruchirappalli District‖
made an attempt to know the satisfaction level of multi customers. Finally
conclude that most of the customers are satisfied with the current JIO
services.

 (Jayaraman et al., 2017) In the knowledge world, Jio’s the foray into the
fast evolving market has made a tremendous change in the competition,
price and data availability. Jio is widely used by the techno-savvy
customers.

 (Paulaset, 2016) The study of providing customer satisfaction is the most

crucial step of the company with internet access on the move such as wide
network coverage and technology advanced stuff required by almost

5
 everybody in today’s environment. Reliance jio is working according to
Indian market; it gives best quality services at much less price

1.3 STATEMENT OF THE PROBLEM :

This study aims to investigate the level of customer satisfaction among college
students regarding the Reliance Jio network. With the rapid expansion of
Reliance Jio in the Indian telecommunications market, understanding the
perceptions and satisfaction levels of its primary demographic, college
students, is crucial. The research employs a mixed-method approach,
combining surveys and interviews to gather comprehensive data. The findings
reveal key factors influencing customer satisfaction, such as network coverage,
internet speed, pricing, and customer service. Additionally, the study explores
students' preferences for specific Reliance Jio services and their likelihood of
recommending the network to others. The insights derived from this research
can inform Reliance Jio's strategies for improving customer satisfaction and
retaining its college student user base.

1.4 SIGNIFICANCE OF STUDY :

This study holds significant implications as it provides valuable insights into the
satisfaction levels of a crucial demographic—college students—towards the
Reliance Jio network. Understanding their experiences and preferences can
inform targeted strategies to enhance service offerings, improve customer
retention, and maintain a competitive edge in the telecommunications market.
Moreover, as trendsetters and early adopters of technology, college students'
satisfaction with Reliance Jio may also influence broader consumer perceptions
and market trends.

6
1.5 SCOPE OF STUDY:

The scope of studying customer satisfaction towards the Reliance Jio network
among college students involves a comprehensive investigation into various
facets of their experiences and preferences. This encompasses evaluating the
network's performance in terms of coverage, internet speed, call quality, and
affordability, while also considering factors such as customer service interactions
and billing processes. Additionally, the study aims to identify key drivers of
satisfaction and dissatisfaction among college students, including technological
considerations such as compatibility with devices and access to value-added
services. Furthermore, geographical variations in network performance and
service availability will be examined, alongside qualitative insights gathered
through surveys, interviews, or focus groups. Ultimately, the scope extends to
providing actionable recommendations and strategies to enhance Reliance Jio's
service offerings and maintain a competitive edge in the telecommunications
market segment.

1.6 OBJECTIVES OF THE STUDY :

 To find out reason for using Jio services

 To analyses the satisfaction level of Jio Users

1.7 RESEARCH METHODOLOGY:

The present study is descriptive in nature. The study examines the customer
satisfaction towards Reliance Jio Network among College Students.. The
present study uses primary data with questionnaire from 100 samples and
secondary data.

7
Size of Sample:

The sample size of the study is 100 respondents from the age group above18.

Tools for Analysis :

A structured questionnaire is created in order to receive the necessary response

required from the samples to archive the research objectives

Tools For Presentation:

Data are represented using tables and pie chart, bar graph

 Bar Diagram: Bar Diagram are is used to match things between

different groups or to trace changes over time . It possesses a discrete
domain of divisions and is normally scaled so that all the data can fit on
the diagram.

 Pie chart : Pie chart is a type of graph that represents the data in the
circular graph . The slices of pie show the relative size of the data , and it
is a type of pictorial representation of data

Data collection method:

 Primary Data: Questionnaire has used as the tool for primary data
collection from people

 Secondary Data: Journals. Books, and websites are used as the tool for
secondary data collection.

8
Period of study:

The study extends over a period of 15th November 2023 to 15th February 2024

1.8 LIMITATION:

 Sample Bias The study may suffer from sample bias, as it focuses exclusively on
college students. This demographic may not fully represent the broader user base
of Reliance Jio, leading to skewed results.

 Self-reporting bias: Responses gathered through surveys or interviews may be

subject to self-reporting bias, where participants provide socially desirable or
exaggerated responses, leading to inaccuracies in assessing satisfaction levels.

 Lack of contextual understanding: While the study may uncover factors

influencing satisfaction, it may lack a deep understanding of the context in which
these factors operate. For example, cultural norms, socioeconomic factors, or
individual preferences may impact satisfaction levels in ways that are not fully
captured by the study.

9
 CHAPTERIZATION:

 Chapter 1 : Introduction

 Chapter 2 : Theoretical framework

 Chapter 3: Data Analysis and Interpretation

 Chapter 4 : Findings, Suggestions and Conclusion

10
 CHAPTER – 2

THEORETICAL FRAMEWORK

11
Introduction :

In the ever-evolving landscape of telecommunications, Reliance Jio has emerged

as a transformative force, reshaping the way India connects and communicates. Founded
by Mukesh Ambani's Reliance Industries Limited, Jio burst onto the scene in 2016 with a
bold vision: to democratize digital access for all. With its cutting-edge 4G LTE network
infrastructure and disruptive pricing strategies, Jio swiftly disrupted the market, sparking
a nationwide digital revolution. Offering lightning-fast internet speeds, crystal-clear voice
calls, and a plethora of value-added services, Jio has become synonymous with affordable
connectivity and unparalleled innovation. As India's largest mobile network operator by
subscribers, Jio's journey is not just about providing connectivity; it's about empowering
individuals, businesses, and communities to thrive in the digital age. This introduction
sets the stage for an exploration into the myriad dimensions of Reliance Jio Network – its
inception, impact, innovations, and the profound implications it holds for India's digital
future.

History of Reliance Jio Network:

Reliance Jio, a subsidiary of Reliance Industries Limited (RIL), made its grand
entrance into the Indian telecommunications market in September 2016. Led by Mukesh
Ambani, India's wealthiest businessman, Reliance Jio aimed to revolutionize the industry
by offering high-speed 4G internet at unprecedentedly low prices.

Before its official launch, Reliance Jio conducted a massive trial phase, offering free
services to a limited number of users. This strategy generated significant buzz and
anticipation among consumers. When Jio was commercially launched, it disrupted the

12
market with its "Welcome Offer," providing free voice calls, messaging, and data
services to its subscribers.

The disruptive pricing and aggressive marketing strategies led to a rapid acquisition of
subscribers, making Reliance Jio one of the fastest-growing telecom companies globally.
In less than six months, it crossed the 100 million subscriber mark, a feat achieved at an
unprecedented pace.

Reliance Jio's impact extended beyond pricing; it drove a surge in data consumption
across India, catapulting the nation into one of the world's largest consumers of mobile
data. The network's expansion continued with the introduction of various services such as
Jio Fiber for broadband internet, JioPhone for affordable 4G-enabled feature phones, and
JioMart for e-commerce.

Furthermore, Reliance Jio's investments in infrastructure, including the deployment of a

nationwide 4G LTE network and the development of indigenous technology, positioned it
as a formidable player in India's digital ecosystem. In recent years, Jio has also ventured
into emerging technologies like 5G and IoT, signaling its ambition to remain at the
forefront of innovation in the telecommunications sector. Overall, Reliance Jio's journey
has been characterized by disruptive innovation, rapid expansion, and transformative
impact on India's digital landscape.

13
Features of Reliance Jio Network:

 4G LTE Connectivity: Reliance Jio provides high-speed 4G LTE connectivity,

enabling users to access the internet, make voice calls, and stream multimedia
content seamlessly.

 Affordable Data Plans: Jio offers affordable data plans with generous data
allowances, allowing users to stay connected without worrying about high costs.

 VoLTE (Voice over LTE) Technology: Jio's VoLTE technology ensures crystal-
clear voice calls over the LTE network, delivering superior call quality and
enhanced coverage.

 JioFiber Broadband: Reliance Jio offers high-speed broadband internet services

under the JioFiber brand, providing users with ultra-fast internet connectivity for
homes and businesses.

 Value-Added Services: Jio provides a variety of value-added services, including

JioTV for live TV streaming, JioCinema for on-demand movies and TV shows,
JioSaavn for music streaming, and JioHealthHub for healthcare services.

 Unified Communications: Jio offers a suite of communication apps such as

JioChat and JioMeet, allowing users to send messages, make voice and video
calls, and conduct virtual meetings.

 Digital Payments: JioPay, a digital payment platform, enables users to make

secure and convenient online transactions, including recharges, bill payments, and
money transfers.

14
  IoT (Internet of Things) Solutions: Reliance Jio provides IoT solutions for
various industries, including smart home automation, connected vehicles, and
industrial automation, leveraging its robust network infrastructure.

 5G Readiness: Jio is actively investing in 5G technology and infrastructure,

positioning itself as a leader in the transition to the next generation of mobile
networks.

 Customer-Centric Approach: Jio prioritizes customer satisfaction, offering

responsive customer support, user-friendly apps, and transparent billing practices
to ensure a positive user experience.

Apps of Reliance Jio Network:

Reliance Jio offers a diverse range of apps catering to various needs and interests of its
users. Some notable apps include:

 JioSaavn: A music streaming app offering a vast library of songs across

multiple languages and genres.

 JioTV: A live TV streaming app providing access to a wide range of TV

channels, including sports, entertainment, news, and more.

 JioCinema: An on-demand video streaming app offering a vast collection of

movies, TV shows, web series, and original content.

15
  JioMeet: A video conferencing app enabling seamless communication for
personal and professional meetings, with features like screen sharing and
background blur.

 JioChat: A messaging app that allows users to send messages, make voice and
video calls, share files, and connect with friends and family.

 JioNews: A news aggregator app providing access to the latest news articles,
videos, live TV news channels, and magazines.

 JioHealthHub: A healthcare app offering features such as digital consultations,

health records management, medicine reminders, and wellness tips.

Customers of Reliance Jio Network

Reliance Jio boasts a diverse customer base spanning across various

demographics and regions in India. From urban millennials seeking high-speed internet
for streaming, gaming, and social media to rural users accessing digital services for the
first time, Jio's affordable plans and extensive network coverage have attracted millions
of subscribers. Whether it's students looking for cost-effective data plans or businesses
relying on reliable connectivity for operations, Jio's offerings cater to a wide range of
needs. With its innovative strategies and commitment to digital inclusion, Reliance Jio
has become a household name, revolutionizing the telecommunications landscape in
India.

16
Advantages of Reliance Jio Network:

1. Affordable Pricing: Jio disrupted the market with its affordable data and voice
plans, making high-speed internet accessible to millions of users at competitive
prices.

2. High-Speed Internet: Jio's 4G LTE network provides fast and reliable internet
connectivity, enabling seamless browsing, streaming, and downloading of
content.

3. Expansive Coverage: Jio has invested heavily in network infrastructure,

expanding its coverage to even remote areas, ensuring connectivity for users
across the country.

4. Value-Added Services: Jio offers a wide range of value-added services such as

JioTV, JioCinema, JioSaavn, and JioHealthHub, enhancing the overall user
experience and providing additional entertainment and utility options.

5. Innovative Technologies: Jio is at the forefront of innovation, investing in

technologies like 5G and IoT to future-proof its network and deliver cutting-
edge services to users.

6. Customer-Centric Approach: Jio prioritizes customer satisfaction, offering

responsive customer service, easy-to-use apps, and transparent billing practices.

7. Digital Ecosystem: Jio has created a robust digital ecosystem, integrating

various services and apps to provide users with a seamless and cohesive
experience across different platforms .

17
Disadvantages of Reliance Jio Network:

1. Network Congestion: During peak hours or in densely populated areas, the

network may experience congestion, leading to slower internet speeds and
connectivity issues for users.

2. Call Drops: Despite significant improvements, users may still encounter call
drops or poor call quality in certain areas, especially in regions with weaker
network coverage.

3. Device Compatibility: Some older or non-VoLTE (Voice over LTE) enabled

devices may not be fully compatible with Jio's network, limiting the user
experience for certain customers.
4. Limited Roaming Coverage: While Jio offers extensive coverage within India,
roaming services may be limited or unavailable in certain international
destinations, impacting users who travel frequently.

5. Dependence on Data: Jio's emphasis on data-centric plans may not cater to

users who primarily rely on voice calls or have limited data usage requirements,
potentially leading to higher costs for such users.

6. Privacy Concerns: Like any digital service provider, Jio collects user data for
various purposes, raising concerns about privacy and data security among some
users.

18
7. Competition and Pricing Dynamics: While Jio's disruptive pricing benefited
consumers initially, it has led to intense competition in the telecom sector,
potentially impacting long-term pricing stability and profitability for the
company.

19
 CHAPTER - 3

DATA ANALYSIS AND INTERPRETATION

20
Introduction :

Descriptive statistics are used to describe the basic features of the data in a study. They
provide simple summaries about the sample and the measures. Together with sample
graphics analysis, they form the basis of virtually every quantitative analysis of data.
Descriptive statistics are typically distinguished from in differential statistics.
Descriptive statistics are simply describing what is or what the data shows. Descriptive
statistics are used to present quantitative descriptions in a manageable form. In are we
may have lots of measures. Descriptive statistics helps to simplify large amount of data
in a sensible way. Each descriptive static reduces lots of data in to a simpler summary.
Descriptive statistics in the term given in to the analysis of data that helps to describe,
show or summarize data in a meaningful way. descriptive statistics do not however,
allows making conclusions regarding any hypothesis we might have made. They are
simply a way to describe our data. Descriptive statistical tools are those tools in which
these are used to describe the characteristics of a single variable, like frequency
percentage etc.

Tools for Analysis :

A questionnaire is created in order to receive the necessary response required from the
samples to archive the research objectives

Tools For Presentation:

Data are represented using tables and pie chart, bar graph

 Bar Diagram: Bar Diagram are is used to match things between different
groups or to trace changes over time . It possesses a discrete domain of divisions
and is normally scaled so that all the data can fit on the diagram.
 Pie chart : Pie chart is a type of graph that represents the data in the circular
graph . The slices of pie show the relative size of the data , and it is a type of
pictorial representation of data

21
 Data Presentation;

Table 3.1

Table showing gender of the respondent

Percentage No of respondents Percentage

Male 50 50
Female 50 50
Total 100 100
Source: Primary Data

Figure 3.1

Figure showing gender of the respondent

Gender

50% 50%
Male
Female

INFERENCE

From the Table 3.1, it is clear that out of 100 respondents, 50% are male and 50% are
female. Here the respondents are equal.

22
 Table 3.2

Table showing the age of the respondents

Percentage No of respondents Percentage

18-22 50 50
22-27 40 40
Above 27 10 10
Total 100 100
Source: Primary Data

Figure 3.2

Figure showing the age of the respondents

50

40

30

20

10

0
18-22 22-27 Above 27

INFERENCE

From the Table 3.2, it is clear that out of 100 respondents, 50% are between 18-22 40%
are between 22-27 and the rest 10% are Above 27

23
 Table 3.3

Table showing the qualification of the respondents

Percentage No of respondents Percentage

High School 3 3
Pre-Degree 6 6
Under Graduate 60 60
Post Graduate 31 31
Total 100 100
Source: Primary Data

Figure 3.3

Figure showing the qualification of the respondents

Qualification
3% 6%

31% High School

Pre-Degree
60% Under Graduate
Post Graduate

INFERENCE

From the Table 3.3, it is clear that out of 100 respondents, 3% of respondents are High
School, 6% are Pre-Degree, 60% are Under Graduate and the rest 31% are Post
Graduate

24
 Table 3.4

Table showing the Monthly Income of the respondents

Percentage No of respondents Percentage

Less than 5000 25 25
5000-10000 15 15
10000-20000 55 55
Above 20000 5 5
Total 100 100
Source: Primary Data

Figure 3.4

Figure showing the Monthly Income of the respondents

Monthly Income

60

40

20

0
Less than 5000 5000-10000 10000-20000 Above 20000

INFERENCE

From the Table 3.4, it is clear that out of 100 respondents, 25% are between less than
Rs.5000 15% are .between Rs.5000-10000 55% are between Rs.10000-20000 and the
rest 5% are above Rs.20000.

25
 Table 3.5

Table showing the duration of using Jio

Percentage No of respondents Percentage

From its Launch 5 5
6 months 10 10
1 Year 30 30
More than 1 Year 55 55
Total 100 100
Source: Primary Data

Figure 3.5

Figure showing the duration of using Jio

5% 10%
From its Launch
55% 30% 6 months
1 Year
More than 1 Year

INFERENCE

From the Table 3.5, it is clear that out of 100 respondents, 5% of respondents uses from
its launch, 10% of respondents uses for 6 months, 30% of respondents uses for 1 year
and the rest 55% of respondents uses for more than 1 year

26
 Table 3.6

Table showing the awareness about Jio

Percentage No of respondents Percentage

TV 45 45
Newspaper 0 0
Friends & Family 55 55
Total 100 100
Source: Primary Data

Figure 3.6

Figure showing the awareness about Jio

60

40

20

0
TV Newspaper Friends & Family

INFERENCE

From the Table 3.6, it is clear that out of 100 respondents, 45% of respondents known
from TV and the rest 55% are known from Friends and families

27
 Table 3.7

Table showing the Reason for selecting Jio

Percentage No of respondents Percentage

Internet Speed 60 60
Data Plan 35 35
Calling Clarity 4 4
I don’t Select Jio 1 1
Total 100 100
Source: Primary Data

Figure 3.7

Figure showing the Reason for selecting Jio

4% 1%

35% Internet Speed

Data Plan
60%
Calling Clarity
I don’t Select Jio

INFERENCE

From the Table 3.7, it is clear that out of 100 respondents, 60% of respondents selected
jio for internet speed , 35% of respondents for data plan 4% of respondents selected for
calling clarity and the rest 1% were not selected Jio network

28
 Table 3.8

Table showing the Convinced Feature of Jio

Percentage No of respondents Percentage

Internet Speed 40 40
Data Plan 45 45
Network Coverage 10 10
I don’t Use Jio 5 5
Total 100 100
Source: Primary Data

Figure 3.8

Figure showing the Convinced Feature of Jio

50
40
30
20
10
0
Internet Speed Data Plan Network I don’t Use Jio
Coverage

INFERENCE

From the Table 3.8, it is clear that out of 100 respondents, 40% of respondents
Convinced in internet speed, 45% of respondents Convinced in Data Plans 10% of
respondents Convinced in Network Coverage and the rest 5% of respondents were not
using Jio Network

29
 Table 3.9

Table showing the amount spends for recharge

Percentage No of respondents Percentage

Rs.100-199 25 25
Rs.200-299 50 50
Rs.300-399 15 15
Above Rs.400 10 10
Total 100 100
Source: Primary Data

Figure 3.9

Figure showing the amount spends for recharge

10% 25%
15% Rs.100-199
Rs.200-299
Rs.300-399
50%
Above Rs.400

INFERENCE

From the Table 3.9, it is clear that out of 100 respondents, 25% of respondents spends
between Rs.100-199 for recharges, 50% of respondents spends between Rs.200-299 for
recharges, 15% of respondents spends between Rs.300-399 for recharges and the rest
10% of respondents spends between Above Rs400 for recharges

30
 Table 3.10

Table showing the Current plan of respondents

Percentage No of respondents Percentage

Prepaid 85 85
Post-Paid 15 15
Total 100 100
Source: Primary Data

Figure 3.10

Figure showing the Current plan of respondents

15%

Prepaid
Post-Paid
85%

INFERENCE

From the Table 3.10, it is clear that out of 100 respondents, 85% of respondents uses
prepaid plans and the rest 15% of respondents uses postpaid plans

31
 Table 3.11

Table showing the Convince of respondents towards Jio

Percentage No of respondents Percentage

Yes 85 85
No 15 15
Total 100 100
Source: Primary Data

Figure 3.11

Figure showing the Convince of respondents towards Jio

100
85
80

60

40

20 15

0
Yes No

INFERENCE

From the Table 3.11, it is clear that out of 100 respondents, 85% of respondents
convinced in Jio Network and the rest 15% of respondents were not convinced in Jio
Network

32
 Table 3.12

Table showing the Network issue faced by the respondents

Percentage No of respondents Percentage

Yes 65 65
No 35 35
Total 100 100
Source: Primary Data

Figure 3.12

Figure showing the Network issue faced by the respondents

35%

Yes
65%
No

INFERENCE

From the Table 3.12, it is clear that out of 100 respondents, 65% of respondents facing
issues in Jio Network and the rest 35% of respondents were not facing issues in Jio
Network

33
 Table 3.13

Table showing the Customer Services Supports

Percentage No of respondents Percentage

Not even once 45 45
Monthly 10 10
Rarely 45 45
Total 100 100
Source: Primary Data

Figure 3.13

Figure showing the Customer Services Supports

45% 45%
Not even once
Monthly

10% Rarely

INFERENCE

From the Table 3.13, it is clear that out of 100 respondents, 45% of respondents
responded not even once , 10% of respondents responded monthly and the rest 45% of
respondents responded rarely.

34
 Table 3.14

Table showing the Challenges faced by respondents

Percentage No of respondents Percentage

No suitable tariff plan 25 25
Network issues 35 35
Connection problem 25 25
Unnecessary balance cut 10 10
Other 5 5
Total 100 100
Source: Primary Data

Figure 3.14

Figure showing the Challenges faced by respondents

40
30
20
10
0
No suitable Network Connection Unnecessary Other
tariff plan issues problem balance cut

INFERENCE

From the Table 3.14, it is clear that out of 100 respondents, 25% of respondents are
facing No suitable tariff plans, 35% of respondents are facing with Network issues,
25% of respondents are facing with Connection problem, 10% of respondents are facing
with Unnecessary balance cut and the rest 5% of respondents faces other issues.

35
 Other Problems Faced by Respondents

 Increases the rate of plans regularly

 Speed

 Range issues

 Calling issues

 Advertisement on the calls

These are the other problems faced by the respondents.

36
 Table 3.15

Table showing the internet speed of the Jio Network

Percentage No of respondents Percentage

Excellent 35 35
Good 55 55
Average 5 5
Poor 3 3
Total 100 100
Source: Primary Data

Figure 3.15

Figure showing the internet speed the Jio Network

60

50

40

30

20

10

0
Excellent Good Average Poor

INFERENCE

From the Table 3.15, it is clear that out of 100 respondents, 35% of respondents rated
Excellent, 55% of respondents rated Good, 5% of respondents rated Average, and the
rest 3% of respondents rated Poor.

37
 Table 3.16

Table showing the Rating of customer services supports

Percentage No of respondents Percentage

Excellent 30 30
Good 55 55
Average 10 10
Poor 5 5
Total 100 100
Source: Primary Data

Figure 3.16

Figure showing the Rating of customer services supports

10% 5%
30%
Excellent
Good
Average
55%
Poor

INFERENCE

From the Table 3.16, it is clear that out of 100 respondents, 30% of respondents rated
Excellent, 55% of respondents rated Good, 10% of respondents rated Average, and the
rest 5% of respondents rated Poor.

38
 Table 3.17

Table showing the satisfaction towards data plan

Percentage No of respondents Percentage

Highly Satisfied 20 20
Satisfied 70 70
Dissatisfied 5 5
Highly Dissatisfied 5 5
Total 100 100
Source: Primary Data

Figure 3.17

Figure showing the satisfaction towards data plan

5% 5%

20%
Highly Satisfied
Satisfied
Dissatisfied
70%
Highly Dissatisfied

INFERENCE

From the Table 3.17, it is clear that out of 100 respondents, 20% of respondents are
Highly satisfied towards customer services, 50% of respondents are Satisfied towards
customer services, 5% of respondents are Dissatisfied towards customer services, and
the rest 5% of respondents are Highly dissatisfied towards customer services.

39
 Table 3.18

Table showing the satisfaction towards Network coverage

Percentage No of respondents Percentage

Highly Satisfied 15 15
Satisfied 80 80
Dissatisfied 0 0
Highly Dissatisfied 5 5
Total 100 100
Source: Primary Data

Figure 3.18

Figure showing the satisfaction towards Network coverage

0%
5% 15%
Highly Satisfied
Satisfied
Dissatisfied
80%
Highly Dissatisfied

INFERENCE

From the Table 3.18, it is clear that out of 100 respondents, 15% of respondents are
Highly satisfied towards network coverage, 80% of respondents are Satisfied towards
network coverage, 0% of respondents are Dissatisfied towards network coverage, and
the rest 15% of respondents are Highly dissatisfied towards network coverage.

40
 Table 3.19

Table showing the satisfaction towards Calling clarity

Percentage No of respondents Percentage

Highly Satisfied 20 20
Satisfied 65 65
Dissatisfied 15 15
Highly Dissatisfied 0 0
Total 100 100
Source: Primary Data

Figure 3.19

Figure showing the satisfaction towards Calling clarity

80

60

40

20

0
Highly Satisfied Satisfied Dissatisfied Highly
Dissatisfied

INFERENCE

From the Table 3.19, it is clear that out of 100 respondents, 20% of respondents are
Highly satisfied towards calling clarity, 65% of respondents are Satisfied towards
calling clarity, 15% of respondents are Dissatisfied towards calling clarity, and the rest
0% of respondents are Highly dissatisfied towards calling clarity.

41
 Table 3.20

Table showing the service liked by respondents

Percentage No of respondents Percentage

Internet Speed 55 55
Data Plan 30 30
Calling Clarity 15 15
Total 100 100
Source: Primary Data

Figure 3.20

Figure showing the service liked by respondents

60
50
40
30
20
10
0
Internet Speed Data Plan Calling Clarity

INFERENCE

From the Table 3.20, it is clear that out of 100 respondents, 55% of respondents likes
Internet Speed, 30% of respondents likes Data Plan and the rest 15% of respondents
likes calling clarity

42
 Table 3.21

Table showing the rating of value of money offered by Jio plans and
packages

Percentage No of respondents Percentage

Excellent 30 30
Good 50 50
Average 15 15
Poor 5 5
Total 100 100
Source: Primary Data

Figure 3.21

Figure showing the rating of value of money offered by Jio plans and
packages

5%

15% 30% Excellent

Good

50% Average
Poor

INFERENCE

From the Table 3.21, it is clear that out of 100 respondents, 30% of respondents rated
Excellent, 50% of respondents rated Good, 15% of respondents rated Average, and the
rest 5% of respondents rated Poor.

43
 Your opinion about Reliance Jio Network

1. Good

2. Excellent

3. No opinions

4. Nice

5. Amazing

6. Budget friendly

Source: Primary Data

44
 Table 3.22

Table showing the Overall rating of Reliance Jio Network

Percentage No of respondents Percentage

Excellent 20 20
Good 65 65
Average 10 10
Poor 5 5
Total 100 100
Source: Primary Data

Figure 3.22

Figure showing the Overall rating of Reliance Jio Network

70
60
50
40
30
20
10
0
Excellent Good Average Poor

INFERENCE

From the Table 3.22, it is clear that out of 100 respondents, 20% of respondents rated
Excellent, 65% of respondents rated Good, 10% of respondents rated Average, and the
rest 5% of respondents rated Poor.

45
 Table 3.23

Table showing the Recommendation to friends & families

Percentage No of respondents Percentage

Yes 85 85
No 15 15
Total 100 100
Source: Primary Data

Figure 3.23

Figure showing the Recommendation to friends & families

15%

Yes
No
85%

INFERENCE

From the Table 3.23, it is clear that out of 100 respondents, 85% of respondents
recommends to their friends and families and the rest 15% of respondents not
recommends to their friends and families. And the reasons are given below.

46
 Reasons for bot recommending Reliance Jio Network are

 Costly than other Sim providers

 Range issues

 No suitable data plans

 Speed Issues

47
 CHAPTER - 4

FINDINGS, SUGGESTIONS AND

CONCLUSION

48
4.1 Findings of the study:

 Mostly the Jio users are under the age between 18-22 years (50%)

 Majority (60%) are Under Graduate

 Majority (55%) are between Rs.10000-20000 of monthly incomes

 Most respondents are using Jio for more than 1 Yea

 Majority 55% are known Jio Network from their Friends and families

 Majority 60% of respondents selected for internet sped as a reason

 45% of respondents Convinced in Data Plans of Jio

 Most of the respondents 50% spends between Rs.200-299 for recharging

 Majority of respondents (85%) uses prepaid plans

 Majority of respondents (85%) convinced in Jio

 Majority of respondents (65%) facing issues with Jio

 Majority of respondents (45%) seeks customer supports rarely

 Mostly 35% of respondents are facing with Network issues.

 55% of respondents rated Good for Internet speed of Jio

49
 Majority 55% of respondents rated Good for customer support of Jio

 50% of respondents are Satisfied towards Customer Services of Jio

 80% of respondents are Satisfied towards Network coverage of Jio

 Majority of respondents 65% are Satisfied towards calling clarity

 Most of the respondents likes the internet speed of Jio Network compared to
other networks providers

 50% of respondents rated Good for the value of money offered by jio plans &
packages

 Majority 65% of respondents rated Good for the overall rating of Reliance Jio
Network

 Majority of respondents recommends Jio Network to their friends & Families

 15% of respondents will not recommend Jio to their friends & families due to
the rang issues , costly plans etc….

50
4.2 Suggestions:

 Enhanced Coverage: Expand network coverage to ensure connectivity

in remote areas and within college campuses.

 Network Speed: Improve network speed and stability to meet the

demands of data-heavy applications used by students.

 Customer Service: Strengthen customer service channels to address

network issues promptly and effectively.

 Student Discounts: Introduce special student offers or discounts on Jio

plans to make them more affordable.

 Feedback Mechanism: Implement a feedback system to gather input

directly from college students and prioritize their needs.

 Campus Outreach Programs: Organize campus events or workshops to

educate students about Jio services and gather feedback.

 Data Management: Optimize data management systems to prevent

congestion during peak usage hours on college campuses.

 Partnerships with Colleges: Collaborate with colleges to install

network infrastructure and provide tailored solutions to meet student
needs.

51
 Innovative Services: Introduce innovative services such as educational
content platforms or career guidance programs to add value for students.

 Transparent Communication: Maintain transparent communication

with students regarding network upgrades, maintenance schedules, and
service improvements.

52
CONCLUSION

53
 In conclusion, assessing customer satisfaction towards the Reliance Jio network
among college students reveals significant areas for improvement. While Jio's
widespread availability and affordable plans are commendable, issues such as network
coverage, speed, and customer service persist as primary concerns among students. To
enhance satisfaction levels, Jio should prioritize expanding network coverage,
improving network speed, and strengthening customer service channels. Additionally,
implementing targeted student discounts, engaging in campus outreach programs, and
fostering transparent communication are crucial strategies to address student needs
effectively. By actively listening to student feedback and implementing necessary
enhancements, Jio can solidify its position as a preferred network provider among
college students, fostering long-term loyalty and satisfaction.

54
BIBLOGRAPHY

55
WEBSITES:

 www.jio.com
 www.reliancejionetwork.in
 www.reliancegroup.com
 www.indiannetworkservices.com
 www.telecommunicationandservice.gov
 www.bartleby.com
 www.researchgate.com
 www.telecomindia.com

56
APPENDIX
 CUSTOMER SATISFACTION TOWARDS
RELIANCE JIO NETWORK AMONG COLLEGE
STUDENTS

QUESTIONNAIR

1. Name:

2. Gender: Male / Female

3. Age Group :

a) Below18 b) 18-25

c) 25-35 d) Above 35

4. Education :

a) High School b) Pre-Degree

c) Under Graduate d) Post Graduate

5. Monthly Income :

a) Less than Rs. 5000

b) Rs.5000 – Rs.10000

c) Rs.10000 – Rs.20000

d) Above 20000

6. How long you have been using this sim?

a) From its launch b) 6 months

c) 1 year d) More than 1 years

7. From which source you come to know about Jio?

a) Television advertisements b) Newspaper

c) Friend or Family suggestion d) Other

8. Reason for the selection of Jio?

a) Internet speed b) Data plan

c) Calling clarity d) Other

9. Which feature of Jio convinced you to use this?

a) Data plan b) internet speed

c) network coverage d) Other

10. How much you spending on current network plan?

a) Rs.100-199 b) Rs.199-299

c) Rs.299-399 d) Above Rs,399

11. Which plan Under Jio are you currently using?

a) Prepaid b) Post paid

12. Is using Reliance Jio Convenient ?

a) Yes b) No

13. Have you ever experienced any network issues with Jio ? If “yes” State the reason

a) Yes b) No

14. How many times do you call at customer service?

a) not even once b) not even once

c) monthly d) rarely

15. Challenge with current service providers

a) No suitable tariff plans b) Network issue

c) Connection problem d) Unnecessary Balance cut

e) Other
16. Rate the internet speed provided by Jio

a) Excellent

b) Good

c) Average

d) Poor

17. Rate the Customer service of Jio ?

a) Excellent

b) Good

c) Average

d) Poor

18. Do you satisfied towards Data plan provided by Jio ?

a) Highly Satisfied b) Satisfied

c) Dissatisfied d) Highly Dissatisfied

19. Do you satisfied towards network coverage?

a) Highly Satisfied b) Satisfied

c) Dissatisfied d) Highly Dissatisfied

20. Do you satisfied Call clarity?

a) Highly Satisfied b) Satisfied

c) Dissatisfied d) Highly Dissatisfied

21. Which service do you like most while using Jio?

a) Internet speed b) Data plan

c) Calling clarity d) Other

22. How would you rate the value for money offered by Reliance Jio Plans &
Packages

a) Excellent

b) Good

c) Average

d) Poor

23. Your Opinion About Reliance Jio Network?

24. Overall , How would you rate your experience with Reliance Jio Network?

a) Excellent

b) Good

c) Average

d) Poor

25. Would you recommend Reliance Jio to your friends or relatives ?

If “NO”, State the reason

a) Yes b) No